1win Casino - Player’s struggling to withdraw his winnings.

I have an account at 1Win bookmaker number 15***108

I made a deposit in it through my PIX

I won some bets in the same and lost others

I'm trying to withdraw from the bookmaker but it won't let me.

I enter the chat and ask if there's something wrong and I'm told that there isn't, but the house never let me make a withdrawal, there were several attempts.

The house is hurting me

Dear roquejunio0,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise if your account has been fully verified? Have you been advised why you can’t withdraw your winnings? Is it an internal casino system issue, or it’s related to your account only?

Please understand, without verifying your account, you won’t be entitled to any withdrawals.

However, I believe we will be able to help you to resolve this issue and receive your winnings as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Win doesn't have a place on the Brazilian site to check, I send an email and they ask for 14 days but many more days have passed.

I enter the chat and they tell me that there is no verification pending that there is nothing wrong that prevents the withdrawal, but the withdrawal never comes to the account even after 48 hours and I have been trying since September 03, 2022.

Thank you very much, roquejunio0, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

I have a print of the conversation with the house informing me that I have no pending issues, it's just a technical problem with it.

Hello, roquejunio0,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite 1win Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear 1win Casino Team,

Could you please look at the player's account and provide us with an explanation of his situation in more detail? What steps should the player take to get his account fully verified and be able to withdraw?

Thank you in advance for providing the information.

Good afternoon!

User verification has been successfully completed, the withdrawal is available in full.

Sincerely, 1Win team.

Dear roquejunio0,

Do you have a pending withdrawal in your casino account?

I have a pending withdrawal of 1000 BRL and 8000 BRL

The issue has been resolved.

Thanks

Great news!

Thank you, roquejunio0, for confirmation and for using the Casino Guru complaint resolution centre. I am very glad you have received your funds. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system. Although I sincerely hope it will not happen, please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Thank you, 1win Casino Team, for your cooperation.

Best regards,

Branislav, Casino.guru